Ashley Furniture Homestores

To Whom It May Concern:We have reached out to this customer and assisted the customer through the claim process.  We are working with the [redacted] team and the customer to resolve the staining.  I will personally follow up with the customer with information as soon as [redacted] provides it.

The guest was out of warranty when he called about the issues with the furniture.  I offered to repair as a courtesy since it was not that far out of warranty.  I explained to the guest at the time we could only do repairs we would not replace it.  I do understand that the tech recommended it be replace.  The tech only makes recommendation, he turns the paperwork into the service department and they make the finally decision.  If we can still get the parts to repair, the warranty is for repair.  According to our system we have repaired the furniture.  I have left a message yesterday and today to follow up on the service.

I have left a message with the guest to discuss options..

Good Afternoon,Thank you for bringing this consumers concerns to our attention. Our customer care department has previously worked with the consumer to assist in addressing their concerns. Please be  advised the consumer purchased and received delivery in 2013, rather than the 2016 date listed...

in the complaint. While we must advise the consumer has surpassed their 1 year manufacture warranty, our customer care department did order courtesy parts for the consumer to assist with their concerns at no additional charge. Supports were ordered for the bed and the consumer was advised should they require further assistance to contact their extended warranty for additional assistance. It is to our understanding the consumer is having additional concerns with the bed railing. While we are pleased to assist further, we would not be able to order rails as a courtesy part and fees would be applicable for replacement solely due to the time surpassed and the expiration of the manufacture warranty. We have attempted to contact the consumer to further discuss resolution on 3/14/17, however, the call was disconnected by the consumer before any resolution was reached. Please advise the consumer  should he wish to be contacted further we would be pleased to contact him to discuss the option to purchase replacement rails.Please advise if you have any additional questions or concerns or if we may be of any additional assistance at this timeSincerely,Deannie F[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I did receive the love seat but have not yet received the pillows. that is all I am missing at this point. Sorry I did miss their call last week, we were eon vacation..]
Regards,
[redacted]

I spoke with the guest and explained it normally take 3 weeks to receive the refund check.  I will follow up to make sure she receives it.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
10/1/16 my furniture delivery arrived and returned for the 3rd time due to damage.  The company has failed to keep up their end of the agreement.  Please advised.
Regards,
[redacted]

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We do sincerely apologize for any inconveniences the consumer may have experienced during the delivery process. I can confirm that all merchandise has been delivered in...

full as of 10/24/15 and services have been rendered in full.In regards to the gift card offered, we do sincerely apologize the consumer was displeased with the offering of. Please rest assure it was offered to the consumer as a sincere gesture of appreciation to a valued consumer. We are pleased honor the offer at any time should the consumer wish us to do so.Best Regards,[redacted]

Good Afternoon,
 We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. On behalf of Ashley Homestore please allow me to apologize for any inconveniences the consumer may have experienced with their merchandise...

concerns. Our customer care department has been in contact with the consumer as recent as today, 1/6/16 in the efforts to continue to address their concerns. The consumer was offered and accepted an exchange of the corner chaise. A new chaise has been placed on order, as well as we have parts placed on order for the middle cushion for the armless loveseat. We are confident in taking these measures we will be able to offer the consumer full and complete resolution to their satisfaction.Please advise if their are additional measures required to be taken at this time to ensure the consumer remains satisfied in the manner in which their concerns are being addressed at this time.
Sincerely,
Deannie F[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Just because they say they will do something, doesn't mean they will.  I won't be satisfied until the work is complete.  These people are impossible to reach by phone.Regards,[redacted]

Good Afternoon,
 
We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. We are pleased to confirm that all items were delivered on 8/6/16 and the consumers order was fulfilled to completion. All items were...

delivered in full and to the consumers satisfaction. We do apologize for any inconveniences the consumer may have experienced in the delivery process. While we do empathize with the consumers concerns of not being provided a more specific time frame for delivery, we do advise all consumers at time of purchase our delivery procedures. However, we do take great measures to ensure for a consumer friendly delivery. Consumers are given an estimated three hour window of delivery the day prior to delivery and a thirty minute driver call ahead. While we do take these measures to assist with a smooth delivery, all customers are advised that we do require that they be available for the duration of the delivery day. Please advise if we may be of any additional assistance in addressing the consumers concerns.
 
Sincerely,
Deannie F[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I talked with [redacted], Guest relations Manager, on Tuesday 2/17 and she said that they would schedule pick up for this week and would call me back on Thursday.  Today is Monday and she has yet to call me back.  We need to get it scheduled for pick up so that we can go to another company and purchase furniture.  We can't purchase more furniture until this is picked up.  My son is without a bed/dresser and room!  I called and left [redacted] a message today and called and spoke with [redacted] (store manager) in regards to setting up the pick up.  He said he would contact [redacted] and call me back.
Thanks, [redacted]
Regards,[redacted]

To whom it may concern, After careful review of your account, it was determined that you were in our Poughkeepsie location on 1/22/2017 at which time you made 2 purchases. The first purchase was placed under SO# [redacted] for a Queen Mattres (SKU# [redacted]) and a Queen Foundation (SKU# [redacted]) which...

totaled $971.99 with the inclusion of the Taxable Delivery Charge and applicable sales tax. The grand total was paid in full with a credit/debit card. On the date of purchase, you signed the sale receipt (formally accepting all Terms and Conditions), checked and signed a Mattress Review Checklist, and selected a desired delivery date of 1/25/2017. The second purchase was place under SO# [redacted] for a Queen Adult Fleece Waterproof Pad (SKU# [redacted]8) which totaled $97.30 with the inclusion of applicable sales tax. The grand total was also paid in full with a credit/debit card. On the date of purchase, you signed the sale receipt (formally accepting all Terms and Conditions) and took the items from the showroom. Our Terms and Conditions (found on the reverse side of the sale receipt) present and explain various policies to protect and inform our customers. Among these policies, we explain that we do not accept the return of any merchandise after delivery has been accepted, and that only the manufacturer’s warranty applies after this point. Our warranty states that we will service manufacturing defects only at no cost to the customer. On 1/25/2017, we honored your desired delivery date for SO# [redacted] at which time all merchandise was accepted in good condition (formally binding all Terms and Conditions), you spoke with a member of our dispatch team to verify that all had gone well, and you signed the delivery receipt. On 1/26/2017, you called into our Customer Care Department at which time you stated that there were loose threads on the seams of the mattress. It was explained to you at this time that the mattresses are hand-sewn and this was not a defect, but a normal occurrence due to the manufacturing process that would not affect the functionality of the bed. On 2/1/2017, you were transferred to our Customer Care Department from the store location at which time you stated that the mattress was too firm for your liking and did not feel the way it did in the showroom. At this point, it was explained to you that the mattresses on display in the showroom are not brand new like the one that was delivered. The showroom mattresses tend to be softer because they are broken in, as customers visit the showroom and sit or lay on the mattresses on a regular basis. We also asked that you allow 30 days as sleep specialists have indicated that it takes time for your body to accustom to the added support of a new mattress. On 2/28/2017, you called our Customer Care Department, now having waited the 30 days since delivery, and once again expressed your discomfort. As stated earlier in this response, our Terms and Conditions do not allow for the return of any merchandise after delivery has been made. Even so, the representative received approval from a member of our management team to offer assistance outside of the bounds of our Terms and Conditions in an effort to delight you. We would allow for the return of the mattress under the following conditions: -You would receive a store credit in the amount of 60% of the cost of the mattress you purchased. This store credit is non-refundable, and would be applicable towards a new mattress of your choice from our showroom. The remaining 40% of the cost of the mattress would be retained as a disposal fee, as we would make ourselves responsible for removing and disposing of the mattress in your home upon delivering your new mattress. You would be responsible for any difference in cost between your allowed credit and the mattress you select, as well as a new delivery charge for the delivery of the new mattress. You refused the offer that was proposed and claimed that the mattress was defective, and so a claim was opened and pictures were requested to verify the defect. Upon review of the pictures sent in, we contacted you on 3/1/2017 to inform you once again that the loose threads on the seams are not a manufacturing defect and we would not be able to service your mattress. Otherwise, there were no visible impressions that would indicate a defect, nor did you report any other issues. You stated that you would be filing a claim with the Revdex.com and hung up. Although we do empathize with your current situation, we will not be meeting your desired settlement. You accepted and binded Terms and Conditions which do not allow for the return of merchandise after delivery. Even so, we are willing to work with you and have proposed a reasonable offer in which we would allow the return of the mattress under the aforementioned conditions. Thank you for your time, and have a wonderful day!

Good Morning, We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. We apologize for any inconveniences the consumer may have experienced while anticipating the availability and delivery of his items. We do believe we have done all...

with in our power to resolve his concerns. The General Sales Manager has taken great efforts to execute a high level of satisfaction to the consumer. A $200 gift card was offered, accepted and sent to the consumer to express our upmost concern for customer satisfaction. The consumer recently received a delivery with all items inclusive on 3/5/16. The General Sales Manger personally drove to the consumers home and assisted through the duration of the delivery to ensure 100% satisfaction during the delivery process. The consumer did refuse items due to what we would consider cosmetic damage, however, all refused items have been reordered and will be delivered new upon arrival to the distribution center. The General Sales  Manager has advised he is pleased to be present for the second delivery as well so the consumer can have immediate response and resolution to any concerns that may arise. Please feel free to contact me for any additional information required while we anticipate the arrival of the newly ordered items. Best Regards,Deannie F[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
When I paid, I paid for defect free new bed. I never got a defect free bed from Ashley Furniture and they are under obligation to deliver me a defect free new bed. They are trying to do repair which is never going to be a solution.
 
The whole bed is wobbling and is going to collapse indicating that whole bed is defective. The technician who came did not even touch the bed and draw conclusion. He did not give me his business card and I do not think he is a certified technician.
 
More importantly, bed was delivered originally defective and hence need to be replaced. I bought a bed and not individual piece and needed to to replaced what I bought.
Regards,
Sunil Sah

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

I was very disappointed with their customer service I was promised return phone calls from their Supervisor Safar and was never given the opportunity to explain to her my concerns. The furniture I purchased was poorly mad and having my issue resolved was ignored I do not recommend doing any business with Ashley.

Revdex.com spoke with the business. This order is out of warranty. The business did waive transportation fees to go out to look at the frame. At this time the item has been discounted from their stores.

To whom this may concern.
We apologize we have not been able to get in contact with you sooner. Upon further review of your account, it seems the leather peeling pieces that you have are no longer under manufactured warranty, only the accidental protection plan. However, we would like to assist you with the defective pieces, luckily we were able to submit for a credit for all three pieces once serial numbers were provided. Please be aware that someone from Ashley furniture will give you a call to go back in to the store to reselect, if you do not get a call you could go back in to the store after 9/23/2016, there will be a credit available under your name.
Ashley furniture appreciates your time and patience.

I do apologize.  I didn't receive the message.  I have left another message for the guest to discuss the compensation he is still waiting for.